ComplaintsforPersonalized Power Systems

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ***************** generator and had it installed 12-4-17. PPS began to use starters in this generator that were defective and have gotten bulletins from the company they purchased them from saying there was a solenoid problem. ZI have read the bulletin. My starter was replace 11-12-20, again 11-10-21, again 7-20-22, and just 7-5 23. Two weeks after this last starter was replaced, it once again failed. That means the generator won't turn on automatically in times of a power drop. I am in my 80's and live alone. I cannot be without a reliable generator for maintaining my health. The company president would not respond to my email. I wish him to replace the ***************** with another brand that does not have this deficiency.

  

  Business response

  08/14/2023

  Tell us why here..

  .*********************
  I have reviewed ****************** complaint. Some items she left out or forgot about.
  For three years 2017-2020 her generator has been operational. When her starter problem happened, it was replaced at no charge. A year later the 2nd starter was replaced at no charge. A year later another starter failed we replaced it at no charge. At that time, I notified ****** and ******** there may be a problem. They denied it for a year. Around July of 2022 ****** finally admitted to the manufacturing problem. Personalized was told repeatedly that new starters would be on the way once they were tested and approved. They arrived July 1st. We replaced her starter. She has never paid one dime for any of this.
  All this was communicated to ****************. In fact, prior to July 5th, we spoke on the phone at least twice. I was the one who personally informed her of all this. She says she has no recollection of this.
  We were recently called out to her home because the generator did not perform during an outage. Everyone assumed it was due to the starter. After extensive testing the issue WAS NOT THE STARTER.
  I spoke to **************** on 8/12/2023 and explained this to her. I told her if there are any issues with the starter in the future, I would be her advocate with ****** to replace the generator.

  Customer response

  08/14/2023

  ************** continues to insist he spoke to me after my first email to him.He said he called me twice.  So I got all my phone records for that time period both landline and cell and sent them to him. The ONLY phone call was from me to them on July 5th asking when the repair man was scheduled as we had a power outage that morning and the generator failed to start. The secretary had me hold on while I believe she contacted the repair man in his route. Because the call was listed as 3 min. ************** says that is the time he spoke to me. He never spoke to me and never called me. I am sure he believes he did but I sent the attached proof to him and he still says I'm wrong.

  He has now asked me to contact him and let him know if my generator is exercising every Wed. at 8:30. I will do that. He says i never paid a thing...of course not. I have a 10 year warranty on parts and labor and I do pay a $500 fee each year for maintenance twice a year. I have never slacked on my maintenance.

  ************** says he will be an advocate for me with ****** and ********. But they can refuse and I then have a $16,000 piece of junk. I would like to have a machine that I can rely on in this ******* environment, being 83 yrs. old and needing it for my health.
  

  

  Business response

  08/17/2023

  More Information...********************* two
   **************** now agrees that she spoke to our office for over 3 minutes and 23 seconds on July 5th. The day after the holiday she called *****, booked an appointment for the same day, and then turned the call over to me.
  All she is supposed to do for the last 6 years is to listen to the generator exercise weekly. Thats her only job. She agrees that she has not paid one dime out of pocket for any equipment issues under warranty
   Her system is operating. Her exercise went off Wednesday at 8:30 as it should the system is ready and working.
  If any problems in the future occur, they will be handled. If she chooses another servicer thats her right. We believe the issue is closed. But we will continue to respond and defend our company.
  **************** contacted me by email on 8/16 that the generator exercised properly as it should. All is well. This matter is closed.

  Customer response

  08/17/2023

  ************** keeps twisting the facts. I will consider this closed but I wish to set his misinformation straight. I called his office once to make sure the repair man time was scheduled correctly and on time. The secretary told me to hold while she contacted the repair man en route to check on his timing. I DID NOT SPEAK WITH ************** no matter what he says.

  The point is not whether I have been charged money....I have a ten year warranty for labor and parts. I pay $500 a year for maintenance.
  

  I will close this now as it is a contentious point. Life is too short at my age to have this aggravation cause any detrimental effects on my health. As long as he continues to monitor my generator, and will get me a new one if this again does not work, I will consider this matter closed for now.
  

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In Q1 2022, renewed annual maintenance agreement for two years at $1350.Notified immediately that part was needed which i agreed to. Another part was then needed and total approx $1,000 for additional work. I recently followed for service appointment and was told generator was condemned-after 16 months-never received any communication, letter or email.In addition, they never had one maintenance call under the two year agreement and never received any correspondence. They have not responded to request for refund and office staff not courteous or professional.Company to stay away from.

  

  Business response

  08/01/2023

  To Whom it may concern,

  ***************************** has been our customer since 2006. That is 17 years that we have been servicing him.

  ************************ decided that we are not communicating with him about his generator. We disagree with him about this.

  ************************ called the office and wanted his money back for his service contract. He was very angry and threatened to destroy us on social media.

  Not sure why ************************ has so much hate in his heart but we advised him that we would refund his money.

  The check was written on July 6th.

  ************************ cashed the check on July 18th.

  As far as we are concerned this matter is now closed.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩